Transferring support credits

Purchase of support credits on ocportal.com is closed, but credit may now be purchased on compo.sr. To have your credit transferred please open a support ticket and we will arrange this for you. We will be able to do ocPortal support on compo.sr up until ocPortal v9 reaches its official end of life. We have not migrated over existing tickets.

Add a new consultancy ticket

Important information relating to your chosen ticket type

If you need us to access your server please make sure that you either give FTP (or equivalent) access details in your ticket, or you have set them in your member profile. If you ask or imply we need to access your server you are implying that you agree to our server access policy.

Our consultancy/training service works as follows:

You send us a specification of what you are trying to receive, and information about your time constraints, deadline, budget, and IT and web-design experience. The more detail you can give us, the better (website objectives, feature lists, mockups of how screens should look, descriptions of behaviour).

We then provide you with one or more quotes, covering:

an overview of how ocPortal can work for you

implementation costs for any custom work ocProducts will need to perform

a quote for production of a full proposal of exactly how ocPortal should be utilised to meet your needs

a quote for production of your personalised training plan, to point you in the right direction in all areas where ocProducts is not doing the work for you

We try our best to make things work as well as possible for you, within your budget. Please be aware that we cannot make any guarantees in any areas where you'll need to do work yourself – the partnership scheme is specially designed to give a leg up, but certain things require getting past a learning curve.

Priority

Please select a priority. Pricing for the different priorities is shown in a table here.

General feedback (you are not logged in, so we have nowhere to charge support credits to)Budget (response time: 7 working days)Normal (response time: 3 working days)Day (response time: 8 working hours)High (response time: 3 working hours)Emergencies (response time: 1 working hour)

If you don't need a fast response and are reporting a definite bug or some feedback, open a free ticket. A commercial ticket will be charged/due-for-payment if you agree to the quote we give, if you tell us to work immediately without a quote, or if the quote would be the minimum for the ticket priority selected.

If you want us to work immediately without providing a quote then you need to ensure you have a good number of support credits in your account to back up the work; otherwise you will need to make sure you have enough credits to match the quote.

Guidelines

Please follow the following guidelines when you post your ticket:

Give your ticket a clear title that summarises the issue. Stick to one issue per ticket. For a full guide, see our guidance document.

Be careful with your English spelling and grammar, make sure you give a clear description, use the correct terminology, and make sure you aren't using ambiguous language. You will save money if we can easily read through your ticket.

If you already have a ticket for this work/issue don't create a new ticket. It is important to stay within one ticket to ensure the assigned staff member is aware of past progress on that ticket.

Your ticket needs to be completely self-explanatory. If it is necessary to reference another ticket please ensure that the exact title of the ticket is given. Different members of staff may work on different tickets so we won't necessarily know the details relating to other tickets.